Manager Customer Service - Eindhoven
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Locatie Eindhoven
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Afdeling PACCAR Parts
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Fulltime Fulltime
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Opleidingsniveau Master
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Contracttype Vast contract
Functiebeschrijving
As Manager Customer Service Eindhoven you are responsible for leading the Customer Service departments (total 10 employees) in Eindhoven (Netherlands), Madrid (Spain) and Massbach (Germany). Your primary responsibility is to offer the best customer service to the complete dealer network and customers related to parts logistics exceptions by providing excellent leadership and guidance to the department. You are able to communicate clearly to all levels in the organization and able to bring the Customer Service the department to the next level.
Responsibilities
- Management of Customer Service Eindhoven, Frechen and Madrid;
- Develop and define AI strategy to improve customer service and time to case resolution;
- Define, develop and monitor the department KPI’s;
- Drive process improvement projects (based on Six Sigma approach);
- Active role in defining and testing new developments in Support Center-CRM;
- Build relationships with constituent departments, dealers and customers to better understand user needs;
- Develop synergies between centralized customer service centers and in-country support personnel;
Jouw profiel
- Master’s degree in business or related field;
- Minimum 3 years of leadership experience within PACCAR or similar business experience;
- Track record in aftermarket, systems and customer service;
- Strong analytical skills and capability to apply fact based management;
- Great interpersonal skills and communication skills, ability to present to Snr. Management;
- Demonstrated abilities in leadership, problem solving, and change management;
- Ability to manage under difficult and stressful situations;
- Six Sigma certification preferred;
- Advanced Computer skills: Tableau / POWERBI / CRM / Excel / Mainframe;
- Fluent in English plus at least 1 other European language.
Afdeling
PACCAR Parts Europe (PPE) is responsible for growing spare parts sales to customers in all DAF markets worldwide, exclusively through the DAF and TRP branded dealer network; DAF, PACCAR and TRP. PPE uses 5 state-of-the-art distribution centers (PDCs) in Eindhoven, Leyland, Madrid, Budapest and Massbach and delivers unique and innovative customer and dealer solutions.
The Customer Service department takes care of incoming requests for availability, order management and returns next to complaint handling within PACCAR Parts Logistics Eindhoven. The department is the first contact for dealers worldwide, importers, DAF country organizations, and works closely with, among others, Stock Control & Supply, PACCAR Parts PDCs, ITS, and Marketing & Sales.
Wij bieden
At DAF you will work in an innovative and committed organization. Cooperation and responsibility are key. We offer you a career with development opportunities. You don't just choose a job, you choose for a career at DAF.
Working together on a high tech product, with passion and pride. That's working at DAF. In addition to a good salary, DAF offers you the following working conditions:
- A 36-hour workweek;
- 27 Vacation days and a possibility of 13 ADV days (reduction of working hours);
- A variable bonus, based on DAF results;
- A good work-life balance (due to flexible working hours);
- A retirement plan and group health insurance;
- Extensive opportunities for personal growth, such as education programs and (online) training courses.
Salarisschaal: 13
